Customer Service Center Agent Vacancy At Shoprite



Customer Service Center Agent Vacancy At Shoprite


To provide telephonic and email support to customers with regards to queries, complaints and product information related to in-store supermarket services and web/mobile products in a professional manner. To promote a positive image of the company through telephonic and written interaction whilst solving problems.


Matric (Grade 12)


3 years + Consumer complaint resolution environment
3 years + Inbound and outbound call centre


3 years world-class customer service principles


3 years + Telephone etiquette
2 years + Handling irate customers
2 years + User-level understanding of web and mobile technology
3 years+ Written (email), and verbal communication
Proficient in at least English and Afrikaans

Job objectives

(1)Customer Support:

Provide telephonic customer support and respond to emails
Address telephonic complaints and general queries in a professional manner and in line with set standards
Adhere to sound written communication principles
Maintain customer service standards and promote a positive image of the Company
Escalate complaints/enquiries/information to relevant operational level
Ensure complaints/questions are answered/resolved in a reasonable time-frame
Follow-up on customer enquiries and complaints, if applicable
Address complaints referred by Social Media Department and provide written and verbal feedback, according to set standards

(2)Mobile and web product user support:

Maintain up-to-date knowledge on relevant e-product information (e.g. Air Time redemption, mobile coupon redemption, etc.) and address queries accordingly
Follow-up on customer complaints.


Log all incoming calls on a Customer Feedback CRM system, according to set guidelines in real time
Ensure all captured information is accurate and complete
Report incidents according to set guidelines
Maintain quality control principles and recommend process improvements

(4)Customer Service:

Meet client expectations and maintain quality customer service principles
Address customer complaints and provide necessary feedback
Adhere to professional telephone etiquette and principles
Maintain confidentiality

Working hours:

40 hours work week, scheduled any five days from Monday to Sunday, including public holidays:
Mon – Sat: 08h00 – 17h00
Sun/PH: 09h00 – 14h00

Applicant Feedback Policy

Shoprite endeavours to provide feedback to all candidates whenever possible. However, if you do not hear from one of our Recruiters within 30 days, please accept that your application was unsuccessful

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Interested applicant should APPLY HERE

Closing date: 2019/04/03

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